We spoke to customers who had just signed up, and asked them to talk through their first experiences with the product.

Here at Intercom, weвЂ™ve conducted research to identify the вЂњahaвЂќ moments in our Messages product. What can a product do that other productвЂ™s canвЂ™t, or what can it do better? Why would people use this product rather than another? Does discovering that value spark delight in users? Listen to how customers experience the product Most obviously, the вЂњahaвЂќ moment may be directly prompted by experiencing a productвЂ™s value proposition. Identifying вЂњahaвЂќ moments in user onboardingДuring the course of our research, we became aware of a few factors that are worth bearing in mind when trying to identify a productвЂ™s вЂњahaвЂќ moment. But just because they are somewhat elusive doesnвЂ™t mean they canвЂ™t be identified, measured, and tracked. From a research perspective, user behaviors are easy to measure and track, but вЂњahaвЂќ moments are more elusive, because they are actually the positive emotions behind the user behavior. вЂњThese вЂahaвЂ™ moments are an emotional reaction to discovery of a featureвЂќДЄs the phrase implies, вЂњahaвЂќ moments are an emotional reaction to discovery of a feature. вЂњAha,вЂќ you say to yourself as you realize you now have an entirely new medium for communicating with groups of friends. Do you recall the first time you participated in a group message in WhatsApp and you suddenly realized this was nigh-on impossible to achieve in your phoneвЂ™s native SMS app? While WhatsApp might have seemed to be a like-for-like replacement of SMS when you first heard of it, this moment of discovery reveals it to be something far more powerful and transformative. For instance, there is a common example of an вЂњahaвЂќ moment that most people can identify with. вЂњAhaвЂќ moments can be tricky to define, but most of us know them when we see them.

Facebook aha moment